by lukem Investigator
Investigator

Calls restricted

Hi,

 

I’ve spent the last week in Spain and during the start of this week my EE phone was working as normal.

 

Today when I tried to call any number I receive the message “calls to this number are restricted”. I cannot send a text to any number either - not even 150 or any UK number. 

 

The EE website suggests calling various numbers but I cannot since I don’t have a working phone. 

 

I have two phones with the same problem. What do I do?

 

Thanks. 

9 REPLIES 9
by
EE Community Support Team

Re: Calls restricted

Hi @lukem

 

Welcome to the community, I hope you're having a lovely time in sunny Spain. 🙂

 

Are you able to access your My EE account?

 

Do you know if you were due to make a payment while you're away?

 

Chris

by lukem Investigator
Investigator

Re: Calls restricted

I can access the EE account. I have £15 on the account but no packs. I’ve only ever used pre-paid.

by
EE Community Support Team

Re: Calls restricted

OK, thanks @lukem.

 

Could you try doing a manual network search and trying a different Spanish network operator?:

 

Device Type Actions
Apple Settings > Carrier > Toggle Automatic OFF
Android Settings > More Networks > Mobile Networks > Network Operators > Tap OK
Windows Settings > Mobile Network > Network Selection > Tap on start manual search

 

Let me know if that's any better.

 

Chris

by lukem Investigator
Investigator

Re: Calls restricted

Thanks @Christopher_G for replying so quickly. 

 

I tried what you said but it didn’t seem to want to connect to another network. It connects to “Orange SP” but not the other two options “Movistar” or “vodafone ES”.

 

We don’t use these phones too often as we live in Australia. We’ve had them for sometime (years) and they’ve worked. They’ve been out of the UK since last year. 

by
EE Community Support Team

Re: Calls restricted

Thanks for trying that, @lukem

 

What's the make and model of the phones? Were they bought directly from EE originally?

 

In your My EE account, under manage device, does it show that everything is enabled as it should be?

 

Are both phones on the same account?

 

Chris

 

 

 

 

by lukem Investigator
Investigator

Re: Calls restricted

Hi.

 

I originally bought two Alcatel Pixi4 phone from EE for the SIM cards. I have since moved one of them to an iPhone 4 then and iPhone 5s purchased in Australia. 

 

The phones are on separate accounts. The iPhone is listed as an iPhone 4 despite being replaced with an iPhone 5s. I’m having trouble accessing the other account. 

 

Under my device it doesn’t show anything disabled just; unlock your phone, wifi calling, puk code, eu roaming. The last option just takes me to a page about roaming costs. 

 

Thanks 

by
EE Community Support Team

Re: Calls restricted

Thanks @lukem

 

I've sent you a private message to get some more information from you.

 

Please take a look and get back to me.


Thanks

 

Chirs

by lukem Investigator
Investigator

Re: Calls restricted

@Christopher_G - thanks for your help.

 

I called EE using Skype and they said the phone number was suspended. They reactivated it and it now works. 

by
EE Community Support Team

Re: Calls restricted

Amazing, thanks for letting us know, @lukem. 🙂

 

Enjoy the rest of your trip. 😄

 

Chris

 

 

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